Maître D', Novotel Milano Malpensa (Italy)

Fabio Mascetti

Fabio Mascetti's story

After finishing my studies at the professional hotel institute in Saronno, I joined the hospitality sector as a chef at the ibis Milano Malpensa.

I started in the kitchen, partly because working face to face with customers worried me a bit. One day I decided to challenge myself and I tried working in direct contact with guests – and from that moment on I have never looked back!

For me, Accor is like a family; I love the people contact in my job, knowing how to give advice when they are ordering to ensure they are satisfied.

I would recommend this sector to those who enjoy working with people and who want to meet their needs by making them happy. I recognise it is not a job for everyone, so I would advise those who do not have this approach to consider something else.

For me, being a Heartist® means knowing how to understand the customer and having a solution to every request – this will allow you to make their stay unforgettable.

I remember one moment when two guests were arguing furiously in the hall; it was dinner time and people in the restaurant were worried and wanted to leave. I managed to reassure everyone by guaranteeing them that nothing dreadful would happen. And so it was, and everyone thanked me for allowing them to have dinner in peace.

To newcomers I would like to say that the hospitality sector is very demanding but also gives a lot of satisfaction; the human factor is everything. But if you understand that this job is not for them, don’t be afraid to change and to find the sector that best suits them.

  • Fabio Mascetti
  • Maître D'
  • Novotel Milano Malpensa (Italy)

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